Customer Support Associate

2 months ago

Bengaluru Karnataka, India Snow Planners And Builders Full time

**We are hiring **

**Role: Customer support associate (Malayalam/Kannada/Telugu/Tamil)**

**Work From Office**

**Location : Electronic city, Bangalore.**

**Experience - Fresher - 1 year**

**Salary - 19k CTC**

**Process - Handling Inbound calls**

**Shift - Rotational shift and Rotational Weekoff**

**Responsibilities**:

- **Handling Incoming Calls**: Answer a high volume of incoming calls promptly and professionally, ensuring a courteous and welcoming tone.
- **Real-Time Issue Resolution**: Listen actively to understand the customer’s concerns, identify the root cause of their issue, and provide immediate solutions or guidance.
- **Effective Communication**: Communicate clearly and empathetically, ensuring that customers feel heard and understood. Avoid jargon and use simple language to explain solutions.
- **Accurate Information Delivery**: Provide customers with accurate, up-to-date information on products, services, policies, or processes. Quickly retrieve necessary details using CRM or other support tools.
- **Problem Escalation**: Recognize when an issue requires escalation and promptly transfer the call to a senior team member or a specialized department while keeping the customer informed.
- **Efficient Call Logging**: Document each call’s details, including the nature of the inquiry, actions taken, and any follow-up needed, in the CRM system for seamless tracking and future reference.
- **Follow-Up and Callbacks**: If the issue requires additional time or follow-up, inform the customer and provide a realistic timeframe. Schedule callbacks as necessary to ensure complete resolution.
- **Adhering to Call Scripts and Protocols**: Use predefined call scripts where required, especially for compliance, while maintaining a natural and conversational flow.
- **Maintaining Call Quality Standards**: Adhere to company standards for call handling, such as average handling time (AHT), first-call resolution (FCR), and customer satisfaction (CSAT) scores.
- **Customer Education**: Proactively educate customers on self-service options or additional features that may help them in the future, reducing repeat calls for common inquiries.
- **Multitasking and Queue Management**: Manage the call queue effectively, ensuring mínimal wait times for customers and staying focused on calls even during peak times.
- **Upselling or Cross-Selling (if applicable)**: Identify opportunities for upselling or cross-selling products or services that may benefit the customer, if it aligns with the company's policy for inbound support.

**Job Types**: Full-time, Permanent

Pay: ₹18,000.00 - ₹19,000.00 per month

**Benefits**:

- Provident Fund

Schedule:

- Rotational shift

Supplemental Pay:

- Yearly bonus

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- total work: 1 year (required)
- Customer service: 1 year (required)

Work Location: In person

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